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When a nationwide Covid-19 lockdown hit businesses had just six hours to prepare for the consequences

Among those facing an immediate 180-degree customer service shift was leading community social aid organisation, Whānau Manaaki.

The Issue

Whānau Manaaki was one of the many selected non-government social welfare outreach agencies across New Zealand to receive access to targeted emergency funding pool from Pasifica Futures and the Ministry of Social Development, in addition to drawing on its own cash reserves, for ensuing distribution among families in urgent need.

Whānau Manaaki staff anticipated a huge surge in the number applications to the funding pool over a highly compressed timeframe, while also being cognoscente of ensuring grants went to those most in need in a timely process to alleviate stress.

Whānau Manaaki staff needed a remotely operated online contact centre which would allow the details of funding applicants to be entered real-time, enabling immediate responses to those in need.

The solution

 

Whānau Manaaki turned to its virtual chief information officer from GoCloud, for a rapid solution to the operational challenges which lay ahead. Within hours, GoCloud’s technical team reported back that it had established an inbound call centre based on Amazon Connect with a dedicated 0800 phone number – receiving calls automatically rerouted through to Whānau Manaaki’s response team.

Amazon Connect enabled Whānau Manaaki’s 10 administration staff to enter callers’ details directly into the organisation’s system for transcription, verification and processing.

The application process was also designed so that Whānau Manaaki’s operators could achieve high levels of functionality and efficiency within hours of first using the system.

 

The outcome - seamless transformation

Operating over the 10-day period during which the social funding was pool was available, Whānau Manaaki’s call centre received between 600-800 calls daily from applicants in
urgent need of assistance. During that period, Whānau Manaaki received between 120-150 referrals daily from other non-governmental social service agencies.

The robust 0800 online application system allowed Whānau Manaaki’s administrative team to efficiently distribute food vouchers to 2,500 families across the Lower North Island region – encompassing some 10,000 individuals.
At the conclusion of the peak demand period, the highly successful 0800 service – having totally achieved its goal was appropriately decomissioned without any further costs to the client.

Whānau Manaaki continues to evolve...

Whānau Manaaki is a not-for-profit organisation behind 101 kindergartens in the lower North Island of New Zealand. More than 6,000 children attend one of Whānau Manaaki’s kindergartens.
The non-profit organisation works under the auspices of the Pasifica Futures Whanau Ora Commissioning Agency.

In addition to its educational operations, Whānau Manaaki is also an advisory service supporting Pasifica families within its catchment region to achieve positive outcomes in areas such as health, housing, employment, and education.

Your non-profit can also benefit from working with GoCloud, just like Whānau Manaaki has.

To discuss your IT futures and how GoCloud can provide affordable and practical solutions, get in touch today.

 

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